Ofgem works to make a positive difference for energy consumers. Our principle objective is to protect the interests of existing and future energy consumers. This includes consumers who are in vulnerable circumstances. For example, of pensionable age, have a disability, are chronically sick, on low incomes, living in rural areas.
Ofgem’s Consumer Vulnerability Strategy
Our Consumer Vulnerability Strategy explains how we define vulnerability and outlines our priorities to help protect gas and electricity consumers in vulnerable situations until 2025. We will focus on five themes including data, affordability, customer service, innovation and partnership working to drive improved outcomes for consumers in vulnerable situations.
In October 2019, we published our updated strategy. The strategy is based on comprehensive stakeholder engagement and a consultation period.
Find out more in our Consumer Vulnerability Strategy section.
To help protect and empower consumers in vulnerable situations, we are focusing our activities in the following areas. Select a link to find out more and to see our associated publications
- Social obligations reporting: Our 2019 report can be found here
- Prepayment meters
- Inclusive markets and off-gas consumers
- Debt and disconnection
- Free essential non-financial services
- Network innovation
- Future of retail regulation: vulnerability principle
Engaging with others
We work with a diverse range of stakeholders including national and local consumer groups, energy supply and distribution companies, government, others regulators and academics, to ensure that our policy-making and decisions are well-informed and appropriately targeted.
Find out more in How we engage.